Senior Patient Experience Specialist - 122756
#122756 Senior Patient Experience SpecialistExtended Deadline: Tue 6/6/2023
UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment: Apply by 4/21/23 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 5/3/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Under the direct supervision of the Patient Experience Manager, the Senior Patient Experience Specialist works on-site serving as a bridge between patients and UC San Diego Health team members, providing immediate support for patient experience concerns. The Senior Patient Experience Specialist will collaborate with clinical and administrative colleagues to ensure feedback is classified properly and handled according to CMS guidelines and regulations.
The Senior Patient Experience Specialist establishes partnerships with clinical and administrative team members, building a strong understanding of processes and policies as well as providing guidance on improvement opportunities to reduce patient complaints and grievances.
The Senior Patient Experience Specialist has in-depth knowledge of the complaint and grievance process, superior conflict resolution skills, an understanding of departmental and organizational resources to address patient concerns, superior knowledge of patient satisfaction best practices, excellent verbal and written communication skills, and listens with care and empathy. The Senior Patient Experience Specialist exercises excellent judgment, diplomacy and an in-depth understanding of the organizational structure and dynamics to ensure that appropriate individuals are involved when handling volatile, sensitive, or politically charged situations.
Nine (9+) years or more of related experience with education/training on complaints and grievances process in complex health care organization, OR a Bachelor’s degree in a related area and five (5+) years of related experience/training in complaints and grievances process in complex health care organization.
Advanced knowledge in patient satisfaction theory and industry best practices. Ability to apply knowledge and skills to recommend improvements to current Patient Relations processes.
Ability to maintain a professional attitude during interaction with a wide variety of personalities in demanding situations. Ability to establish and maintain cooperative working relationships with patients, guests, and team members.
Strong communication skills (verbal and written) needed to interact professionally and effectively in the work environment, as well as effectively and accurately document patient feedback and processes and procedures.
Advanced conflict resolution skills, with the ability to deescalate volatile situations and challenging patients on-site and in real-time in effort to minimize further escalation.
Excellent organizational and time management skills, with the ability to adapt to changing priorities, manage numerous diverse projects simultaneously, meet deadlines, and apply creativity (originality) in problem-solving.
High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, and Outlook.
- Familiarity with UC San Diego Health and working knowledge of clinical, professional, and ancillary departments.
- Understanding of Patient Rights and Responsibilities and external regulations such as CDPH, TJC and CMS.
- Knowledge, experience, and/or certification in Lean Six Sigma, change management, or project management.
Bilingual - English/Spanish.
Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
Pay Transparency Act
Annual Full Pay Range: $53,600 - $111,600 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $25.67 - $53.45
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
If applicable, life-support certifications (BLS, NRP, ACLS, etc.) must include hands-on practice and in-person skills assessment; online-only certification is not acceptable.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, the only Burn Center in the county, and and dozens of outpatient clinics. We invite you to join our team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
UC San Diego Health maintains a marijuana and drug free environment. Employees may be subject to drug screening.
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Job Reference #: 122756